19/07/2018 cosnig, Lambourn, United Kingdom
This hotel seemed to have no management. Rooms pleasant and clean but lacking in drawer space. Reception staff excellent and helpful. Bar service very hard to get with absolutely no service available ... more
This hotel seemed to have no management. Rooms pleasant and clean but lacking in drawer space. Reception staff excellent and helpful. Bar service very hard to get with absolutely no service available at bar-side terrace. The restaurant left us on occasion left us speechless. One meal consisted of an "Omelette" which was about 3mm deep and looked like compacted grass or herbs, the flavour was indecernable. Another was described as pork flavoured ribs, this appeared as two bones on a plate with a minute portion of vegetable. We had to share a table with strangers. they were strange lot from up North !! Actually they saved the holiday, had a great sense of humour and we laughed away a major rebellion. less
Paolo V, Direttore at Best Western Hotel Acqua Novella, responded to this review
Dear nandctalbot, we are sorry that your holiday was not pleasant. You were traveling with a tour group of about 50 people.
The reviews received on the holiday booked through your agency highlight a basic problem: you were convinced that you booked a holiday as individual travelers, while the agency has agreed with us and its intermediaries a group tour with fixed menus, timetables and rules previously shared and approved (table sharing included).
We are sorry to have seemed grumpy just for managing your holiday according to the budgets and directions given by your agency.
Our hotel is a Best Western hotel since several years. All other groups and private guests are completely satisfied with us. We had this kind of problem only with Newmarket groups. Will be there a reason?